Amazon A-Z Claims: Is Amazon Shifting the Burden to Sellers? Request for Advice Regarding A-Z Claim Decision
Dear Amazon Seller Community,
I’ve been an Amazon seller for around 14 years now & using PF 48 for all the deliveries , and in that time, I’ve encountered numerous A-Z claims. While these claims are nothing new to us, we’ve recently had a situation that has left us a bit confused, and we’re hoping to get some clarity and advice from fellow sellers or Amazon experts.
Historically, as long as an order was delivered on time and we provided tracking and signature confirmation, we could generally rely on that information to defend ourselves against A-Z claims. This has been our approach for years, and it’s worked well, particularly when tracking shows that the package was delivered and signed for by the customer.
However, today we received a new experience that left us questioning whether Amazon's A-Z claim policy has changed. Here’s the response we received from Amazon:
"The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
While we appreciated that the claim would not be counted against our Order Defect Rate, the situation has raised some questions for us. We did respond by stating that we are prepared to issue a refund as soon as the item is returned. Typically, Amazon has taken responsibility in cases where the package was delivered to the address provided and was signed for by the customer.
Now, we’re a bit uncertain: Is there a new policy in place where, regardless of delivery confirmation and tracking, if a customer claims they didn’t receive the item, the seller is automatically held responsible? We’ve always been under the impression that if the package was delivered to the correct address, signed for, and tracking confirmed it, then the seller was not responsible for claims of non-receipt.
Can any of you offer some advice or insights into this? Have there been any recent changes to the A-Z claim policy that we might not be aware of? And if so, what steps can we take to protect ourselves moving forward?
Looking forward to your responses and advice.
Best regards,
Smart Fashion
6 replies
Seller_76AUwmqvSyRIM
One would imagine that if there is a new policy, we should all be told about it. We have not.
The response from Amazon is nothing new, I’ve seen it mentioned before in those words but the key question is whether you have been charged for this A-to-Z. If you have, that is clearly a problem.
Was the delivery signed for by the customer in their name?
I’ve had many orders where the only name given on the order is a first name or even “home” or “office”. How the hell we are supposed to meet the policy requirement that the customer must sign the delivery beats me.
The A-to-Z team is a law unto themselves, it is truly shocking and unethical. The goalposts are not just moveable, they are liquid.
If you have been charged, definitely appeal.
Seller_5FDXsxtR9c2zC
Unfortunately, if the buyer claims they did not receive it and they did not sign for it you are stuffed, even if you have the GPS. an image of them standing at their open door signing for the package amazon will refund them, as we have had this several times and we have appealed it and lost because the customer is always right!!!!!
Amazon A-Z Claims: Is Amazon Shifting the Burden to Sellers? Request for Advice Regarding A-Z Claim Decision
Dear Amazon Seller Community,
I’ve been an Amazon seller for around 14 years now & using PF 48 for all the deliveries , and in that time, I’ve encountered numerous A-Z claims. While these claims are nothing new to us, we’ve recently had a situation that has left us a bit confused, and we’re hoping to get some clarity and advice from fellow sellers or Amazon experts.
Historically, as long as an order was delivered on time and we provided tracking and signature confirmation, we could generally rely on that information to defend ourselves against A-Z claims. This has been our approach for years, and it’s worked well, particularly when tracking shows that the package was delivered and signed for by the customer.
However, today we received a new experience that left us questioning whether Amazon's A-Z claim policy has changed. Here’s the response we received from Amazon:
"The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
While we appreciated that the claim would not be counted against our Order Defect Rate, the situation has raised some questions for us. We did respond by stating that we are prepared to issue a refund as soon as the item is returned. Typically, Amazon has taken responsibility in cases where the package was delivered to the address provided and was signed for by the customer.
Now, we’re a bit uncertain: Is there a new policy in place where, regardless of delivery confirmation and tracking, if a customer claims they didn’t receive the item, the seller is automatically held responsible? We’ve always been under the impression that if the package was delivered to the correct address, signed for, and tracking confirmed it, then the seller was not responsible for claims of non-receipt.
Can any of you offer some advice or insights into this? Have there been any recent changes to the A-Z claim policy that we might not be aware of? And if so, what steps can we take to protect ourselves moving forward?
Looking forward to your responses and advice.
Best regards,
Smart Fashion
Amazon A-Z Claims: Is Amazon Shifting the Burden to Sellers? Request for Advice Regarding A-Z Claim Decision
Dear Amazon Seller Community,
I’ve been an Amazon seller for around 14 years now & using PF 48 for all the deliveries , and in that time, I’ve encountered numerous A-Z claims. While these claims are nothing new to us, we’ve recently had a situation that has left us a bit confused, and we’re hoping to get some clarity and advice from fellow sellers or Amazon experts.
Historically, as long as an order was delivered on time and we provided tracking and signature confirmation, we could generally rely on that information to defend ourselves against A-Z claims. This has been our approach for years, and it’s worked well, particularly when tracking shows that the package was delivered and signed for by the customer.
However, today we received a new experience that left us questioning whether Amazon's A-Z claim policy has changed. Here’s the response we received from Amazon:
"The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
While we appreciated that the claim would not be counted against our Order Defect Rate, the situation has raised some questions for us. We did respond by stating that we are prepared to issue a refund as soon as the item is returned. Typically, Amazon has taken responsibility in cases where the package was delivered to the address provided and was signed for by the customer.
Now, we’re a bit uncertain: Is there a new policy in place where, regardless of delivery confirmation and tracking, if a customer claims they didn’t receive the item, the seller is automatically held responsible? We’ve always been under the impression that if the package was delivered to the correct address, signed for, and tracking confirmed it, then the seller was not responsible for claims of non-receipt.
Can any of you offer some advice or insights into this? Have there been any recent changes to the A-Z claim policy that we might not be aware of? And if so, what steps can we take to protect ourselves moving forward?
Looking forward to your responses and advice.
Best regards,
Smart Fashion
6 replies
6 replies
Seller_76AUwmqvSyRIM
One would imagine that if there is a new policy, we should all be told about it. We have not.
The response from Amazon is nothing new, I’ve seen it mentioned before in those words but the key question is whether you have been charged for this A-to-Z. If you have, that is clearly a problem.
Was the delivery signed for by the customer in their name?
I’ve had many orders where the only name given on the order is a first name or even “home” or “office”. How the hell we are supposed to meet the policy requirement that the customer must sign the delivery beats me.
The A-to-Z team is a law unto themselves, it is truly shocking and unethical. The goalposts are not just moveable, they are liquid.
If you have been charged, definitely appeal.
Seller_5FDXsxtR9c2zC
Unfortunately, if the buyer claims they did not receive it and they did not sign for it you are stuffed, even if you have the GPS. an image of them standing at their open door signing for the package amazon will refund them, as we have had this several times and we have appealed it and lost because the customer is always right!!!!!
Seller_76AUwmqvSyRIM
One would imagine that if there is a new policy, we should all be told about it. We have not.
The response from Amazon is nothing new, I’ve seen it mentioned before in those words but the key question is whether you have been charged for this A-to-Z. If you have, that is clearly a problem.
Was the delivery signed for by the customer in their name?
I’ve had many orders where the only name given on the order is a first name or even “home” or “office”. How the hell we are supposed to meet the policy requirement that the customer must sign the delivery beats me.
The A-to-Z team is a law unto themselves, it is truly shocking and unethical. The goalposts are not just moveable, they are liquid.
If you have been charged, definitely appeal.
Seller_76AUwmqvSyRIM
One would imagine that if there is a new policy, we should all be told about it. We have not.
The response from Amazon is nothing new, I’ve seen it mentioned before in those words but the key question is whether you have been charged for this A-to-Z. If you have, that is clearly a problem.
Was the delivery signed for by the customer in their name?
I’ve had many orders where the only name given on the order is a first name or even “home” or “office”. How the hell we are supposed to meet the policy requirement that the customer must sign the delivery beats me.
The A-to-Z team is a law unto themselves, it is truly shocking and unethical. The goalposts are not just moveable, they are liquid.
If you have been charged, definitely appeal.
Seller_5FDXsxtR9c2zC
Unfortunately, if the buyer claims they did not receive it and they did not sign for it you are stuffed, even if you have the GPS. an image of them standing at their open door signing for the package amazon will refund them, as we have had this several times and we have appealed it and lost because the customer is always right!!!!!
Seller_5FDXsxtR9c2zC
Unfortunately, if the buyer claims they did not receive it and they did not sign for it you are stuffed, even if you have the GPS. an image of them standing at their open door signing for the package amazon will refund them, as we have had this several times and we have appealed it and lost because the customer is always right!!!!!
